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Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
The Support You Get is Equal to the Support You Give: Nurturing Your CX Human Infrastructure
Often when companies undergo efforts aimed at implementing or strengthening the support side of their operations the technicals...
Francisco Aguirre
Jan 26, 20245 min read
Avoid Common Startup Mistakes with Exceptional Customer Support
Starting a new business is an exciting journey, but it can also be full of potential pitfalls. From missed opportunities to insufficient...
Ana Gomez
Oct 20, 20235 min read
Visa's Dispute and Fraud Monitoring Programs: A Comprehensive Guide
Fraud attacks can cause various levels of harm to a business, depending on factors such as the attack's size, duration, and the...
Devon Harris
Sep 1, 20235 min read
Defining Customer Experience Success for C-Suite Leaders
There is a common pattern that occurs when a CEO or other C-suite leader becomes passionate about improving customer experience. They may...
Devon Harris
Aug 12, 20233 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
Unlock the Power of User Interviews: A Guide to Conducting Effective User Research
If you're responsible for the user experience at your company or organization, conducting user interviews can be an incredibly powerful...
Tamara McKenzie
Jun 14, 20235 min read
15 Ways Customer Support Can Contribute to Customer Retention
Having a customer service team is only necessary if there are customers to serve. If a company fails to maintain enough customers, it may...
Tammy McKenzie
May 1, 20238 min read
The Intersection of Accessibility and Activism in Customer Experience Design
In an increasingly interconnected world, businesses must prioritize accessibility and inclusivity to provide exceptional customer...
Tamara McKenzie
Apr 17, 20234 min read
The RESTRICT Act and Its Implications for Customer Experience
The Restricting the Emergence of Security Threats that Risk Information and Communications Technology Act (RESTRICT Act) is a bill aimed...
Devon Harris
Mar 30, 20233 min read
10 Reasons for Delayed Response Times in Support (and Tips on How to Resolve Them)
The speed at which a company responds to customer inquiries can greatly impact the quality of customer service interaction. Research has...
Tammy McKenzie
Mar 26, 20235 min read
The Art of Support Escalations: Switching Out Support Agents
When a customer conversation seems to be stuck and unable to progress toward a solution, it can be frustrating for everyone involved....
Devon Harris
Mar 24, 20232 min read
Why Perception Really is Reality When it Comes to CX
How customers perceive your business plays a crucial role in its overall success. The customer experience is an integral aspect of this,...
Tamara McKenzie
Mar 15, 20233 min read
Breaking the Cycle of Negative Nancies: How to Tackle Employee Complaints About Customers
The human brain has a tendency to dwell on negative experiences, and this is a common phenomenon in the workplace as well. On average,...
Tamara McKenzie
Feb 13, 20236 min read
The Biggest Customer Service Start-Up Problems and How to Conquer Them
When launching a company, prioritizing customer service should be at the forefront of your considerations. The quality of your customer...
Tamara McKenzie
Feb 9, 20235 min read
3 Common Mistakes Businesses Make in Their CX Strategy and How to Overcome Them
Companies from all industries are placing emphasis on customer experience for a good reason. A survey conducted by Qualtrics XM Institute...
Tammy McKenzie
Dec 17, 20224 min read
4 Key Indicators of Successful CRM Implementation
Implementing a new CRM can be a daunting task for any organization. While it's important to make the right choice when selecting a CRM,...
Tamara McKenzie
Nov 20, 20222 min read
The Value of Data in Support Operations
Customer support teams are responsible for a variety of tasks, such as creating help documentation, providing feedback to product teams,...
Ana Gomez
Nov 10, 20224 min read
The Importance of Hiring a CX Consultant Before Your First In-House Support Hire
Despite its importance, many businesses still do not fully understand customer experience, and few have dedicated CX managers or teams....
Devon Harris
Oct 30, 20223 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Tamara McKenzie
Jul 28, 20224 min read
Managing and Improving Brand Perception: Strategies, Tactics, and Tools
Brand perception is determined by customers, not companies. It is what customers believe a product or service represents, based on their...
Ana Gomez
Jul 17, 20223 min read
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